Global Operations Director – Services

The Global Operations Director – Services is responsible for driving consistent, efficient, and contract-compliant service execution across the global installed base. This role serves as the single point of accountability for global service operational performance, working through regional and functional teams. This entails focuses on standardization of service processes, KPI-driven performance management, operational cost control, parts fulfillment and inventory effectiveness, and disciplined contract execution.

Key Responsibilities:

• Strategy Development & Global Operating Model
• Define and own the global services operations strategy, aligned with the business objectives, installed base growth, and long-term services roadmap.
• Translate business and services strategy into a scalable global operating model spanning Field Services, Parts, Logistics, and service execution partners.
• Develop multi-year (3–5 year) strategic initiatives covering: Service delivery model evolution
• Regional footprint and capacity strategy
• Cost structure and productivity transformation
• Digital enablement and automation
• Lead annual operating plan development, including strategic priorities, key initiatives, resourcing, and investment plans.
• Establish strategy-to-execution governance, ensuring priorities are translated into measurable KPIs and actionable execution plans.
• Standardization of Service Processes & KPI Management
• Define, implement, and maintain standard global service processes across Field Services, Logistics, Parts Services.
• Own and manage the global services KPI framework covering safety, quality, delivery, reliability, productivity, cost, and customer satisfaction.
• Lead operational performance reviews and ensure corrective actions.
• Partner with BI and Reporting teams to guide development of core operational systems aligned with service roadmap
• Operational Cost & Performance Management
• Own service execution cost performance
• Partner with Finance on budgeting, forecasting, and margin improvement initiatives.
• Drive productivity and efficiency improvements
• Identify operational risks impacting performance, cost, or customer commitments and lead mitigation actions
• Parts Fulfillment, Inventory & Forecasting
• Govern spare parts execution model in partnership with supply chain
• Drive demand forecasting aligned with installed base and schedules.
• Optimize inventory levels and improve parts availability while reducing obsolescence.
• Lead cross-functional initiatives to improve parts availability, lead times, and service readiness
• Contract Management
• Ensure operational compliance with service LTSA agreements.
• Translate contract terms into execution plans and KPIs.
• Partner with customer success, fulfillment and Legal to manage LD risk and resolve escalations
• Leadership & Cross‑Functional Collaboration
• Lead strategic initiatives to drive improvements within Services
• Act as a key operational interface across Supply Chain, Engineering, Commercial, Finance
• Provide clear visibility to senior leadership on service performance, risks, and improvement action

Qualifications:

• Bachelor’s degree in Engineering, Operations, or Business
• Experience operating in a global, contract-based service model
• Strong background in KPI design, operational analytics, and performance management systems
• Experience scaling operations in a high-growth or asset-intensive environment
• 10-15+ years of experience in service delivery or operational leadership roles, with demonstrated expertise in regional or global operations
• Demonstrated experience leading managers and influencing global, matrixed teams across regions and functions
• Preferred
• Experience with fuel cells, CHP, microgrids, or distributed energy systems.
• Exposure to solid-oxide or high-temperature electrochemical systems.